Yu-Ching Liu

Work History

ISS Facility Services AS

05.2022 - Current

Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies and requested guest supplies.
Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
Replaced used towels and other bathroom amenities such as shampoo, paper towels and soap.
Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Cleaned and stocked minibars with necessary beverages and supplies.
Engaged with guests on room requirements and amenities to promote overall satisfaction.

YC Holdings Inc.

05.2021 - 12.2021

Completed onboarding and new hire orientation for employees.
Organized company-wide events to increase personnel engagement and satisfaction.
Managed strategy for performance evaluation, corrective action and disciplinary measures.
Assessed and filtered resumes from potential job candidates to identify qualified individuals.
Assessed organization's policies, making suggestions to improve work productivity, team collaboration, recruiting and hiring initiatives.
Maintained records of payroll forms, leave notifications, employee files, benefits information and workers' compensation files.
Conducted employee hiring and exit interviews.
Scheduled training events and informed participants of details.
Designed new employee packages and sent out via mail and e-mail.
Evaluated staff performance at multiple facilities and made recommendations for training improvement.
Drafted department-specific employee announcements.
Collaborated with various departments to gain insight on project productivity, plan improvements and gauge effectiveness and update projects to meet company objectives and long-term goals.

MTNY Hotel

09.2019 - 05.2021

Mentored new employees, demonstrating best methods for servicing clients and guests.
Assisted guests at check-in, providing information on various services within hotel.
Handled guest complaints and offered complimentary services for hardship cases.
Oversaw recruiting, interviews and new employee hiring.
Responded to and resolved guest issues or complaints.
Prepared invoices for customers and delivered to rooms on day of check-out to reduce wait times at front desk.
Prioritized and organized tasks to efficiently accomplish service goals.
Demonstrated leadership by making improvements to work processes and helping to train others.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Managed team of front desk agents, supervising personnel in issue resolution.

Johnson Health Tech. Co., Ltd.

06.2016 - 07.2019

Documented customer correspondence in CRM to track requests, problems and solutions.
Upheld quality control policies and procedures to increase customer satisfaction.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Processed documentation and troubleshot discrepancies to build client rapport.
Improved customer service wait times to mitigate complaints.
Relayed customer feedback to cross-functional teams to improve products and services.
Rolled out operational improvements and solutions to deliver top-notch customer service.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Educated customers on special pricing opportunities and company offerings.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Answered incoming telephone calls to provide store, products, and services information.
Upsold products and services to address customer needs and maximize sales.
Answered inbound calls, chats and emails to facilitate customer service.
Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Upheld privacy and security requirements for customer information.
Exceeded company productivity standards on consistent basis.

KFC

04.2006 - 05.2016

Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Used cash registers and credit card machines to cash out customers.
Kept server areas clean and stocked to increase efficiency while working tables.
Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
Enlisted coworkers' assistance for multi-order delivery to avoid spilling or dropping food.